JP2017152941A - Communication processing device, communication processing method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a communication processing device, a communication processing method, and a program, capable of reducing a load of a supervisor.SOLUTION: When one operator terminal of a plurality of operator terminals is connected to a customer terminal as an origin of an incoming call in a telephone in accordance with the incoming call, the magnitude of a threshold value indicating corresponding difficulty level information to the origin of the incoming call is compared with an operator skill value indication a telephone corresponding skill of the operator terminal. In this case, a monitoring of a communication content between the operator terminal and the customer terminal as the origin is requested to a supervisor only when the operator skill value is smaller than the threshold value.SELECTED DRAWING: Figure 6

Description

  The present invention relates to a communication processing apparatus, for example, a communication processing apparatus of a contact center that handles a telephone call with a customer, a communication processing method and a program thereof.

  In a contact center using a communication processing device, a communication processing method, or a program, a supervisor monitors the content of a call between an operator who receives a telephone inquiry from a customer and the customer. By monitoring the contents of the call, the supervisor gives instructions in real time to a plurality of operators who are interacting with the customer, or responds to the customer on behalf of the operator.

  In addition, in order to support such a supervisor, a system using a communication processing device, a communication processing method, or a program that enables information representing the operator's seat position, the elapsed time of a call, etc. for each operator to be confirmed on the supervisor's terminal. Has been proposed (see, for example, Patent Document 1).

JP 2008-109178 A

  However, even when the system as described above is adopted, the supervisor must always check the status of all operators on the terminal, so there is a problem that the burden on the supervisor is heavy.

  SUMMARY An advantage of some aspects of the invention is that it provides a communication processing device, a communication processing method, or a program capable of reducing the burden on a supervisor.

  The communication processing device according to the present invention is a communication processing device for telephone-connecting one operator terminal of a plurality of operator terminals to a customer terminal that is a source of the incoming call in response to an incoming call. A first acquisition processing unit that acquires from the storage unit operator skill information indicating an operator's telephone response capability in the first operator terminal according to the information, and correspondence difficulty level information with respect to a source of the incoming call according to the incoming call If the operator skill information does not satisfy the condition of the correspondence difficulty level information, the second acquisition processing unit that acquires the information from the storage unit and the operator skill information and the correspondence difficulty level information are compared. A monitoring request processing unit that outputs a request signal for requesting monitoring of the content of a call between the operator terminal of the telephone and the customer terminal of the transmission source.

  A communication processing method according to the present invention is a communication processing method of a communication processing apparatus for telephone-connecting one operator terminal of a plurality of operator terminals and a customer terminal that is a source of the incoming call in response to an incoming call. The communication processing device includes a first acquisition processing step of acquiring from the storage unit operator skill information indicating an operator's telephone response capability in the one operator terminal in response to the incoming call, and in response to the incoming call. The second acquisition processing step of acquiring correspondence difficulty level information for the caller source information of the incoming call is compared with the operator skill information and the correspondence difficulty level information, and the operator skill information sets the condition of the correspondence difficulty level information. If not satisfied, monitoring request processing for outputting a request signal for requesting monitoring of the content of the call between the operator terminal of 1 and the customer terminal of the caller Has a step, a.

  According to an embodiment of the present invention, there is provided a program for telephone-connecting one operator terminal of a plurality of operator terminals to a customer terminal that is a source of an incoming call in response to an incoming call. Operator skill information indicating an operator's telephone response capability at the operator terminal is acquired from the storage unit, and the difficulty level information for the caller of the incoming call is acquired from the storage unit according to the incoming call. A second acquisition processing unit that compares the operator skill information with the correspondence difficulty level information, and if the operator skill information does not satisfy the condition of the correspondence difficulty level information, the first operator terminal and the transmission source It functions as a monitoring request processing unit that outputs a request signal for requesting monitoring of the contents of a call between the customer terminals.

  According to the present invention, it is possible to reduce the burden on the supervisor as compared to the case where the call contents are constantly monitored from a plurality of operator terminals.

1 is a system configuration diagram showing a configuration of a contact center system 100. FIG. 2 is a block diagram showing an internal configuration of a call control device 30. FIG. It is a figure which shows an example of caller corresponding | compatible difficulty information and operator skill information. It is a block diagram which shows the internal structure of each of operator terminal 60 (1) -60 (i). It is a block diagram which shows each internal structure of supervisor terminal 70 (1) -70 (i). It is a figure which shows an incoming call process sequence. It is a figure which shows the update process sequence of caller correspondence difficulty level information and operator skill information.

  Hereinafter, embodiments for carrying out the present invention will be described in detail with reference to the drawings as appropriate. Here, in the form for implementing this invention, it demonstrates using the call center system containing a communication processing apparatus, the communication processing method, or a program as an example.

  Each figure is only schematically shown so that the invention can be fully understood. Therefore, the present invention is not limited to the illustrated example. In the present embodiment, descriptions of configurations not directly related to the present invention and known configurations may be omitted. In addition, in each figure, about the same component or the same component, the same code | symbol is attached | subjected and those overlapping description is abbreviate | omitted.

  FIG. 1 is a system configuration diagram showing the configuration of the contact center system 100. The contact center system 100 is connected to a subscriber line network 200 owned by a telecommunications carrier. Connected to the subscriber line network 200 are customer terminals TM (1) to TM (u) (u is an integer of 2 or more) that can be used for voice calls, such as telephones. The contact center system 100 includes a network repeater 10, a gateway 20, a call control device 30, a storage device 50, operator terminals 60 (1) to 60 (i) (i is an integer of 2 or more), and supervisor terminals 70 (1) to 70 (j) (j is an integer of 2 or more).

  The network repeater 10 includes, for example, a router, a network switch, a wireless access point, and the like. The network repeater 10 includes a gateway 20, a call control device 30, a storage device 50, operator terminals 60 (1) to 60 (i), and supervisor terminals 70 (1) to 70 (j) via an IP (Internet Protocol) network IPN. ) Establish communication between.

  When the gateway 20 receives an incoming call, a voice signal or an information data signal from at least one of the customer terminals TM (1) to TM (u) via the subscriber line network 200, the gateway 20 receives the incoming call, voice signal or The information data signal is converted into an IP packet and sent to the IP network IPN. Further, the gateway 20 converts IP packets on the IP network IPN into voice signals or information data signals and sends them to the subscriber line network 200.

  When receiving an incoming call via the subscriber line network 200, the gateway 20 supplies incoming call number information indicating the incoming call number to the call control device 30 via the IP network IPN.

  FIG. 2 is a block diagram showing the internal configuration of the call control device 30. As shown in FIG. 2, the call control device 30 includes an information communication unit 31, an incoming call difficulty level determination unit 32, a call distribution unit 33, a call risk determination unit 34, and a call monitoring unit 35.

  The information communication unit 31 transmits or receives IP packets via the IP network IPN.

  When the incoming call incoming call number is supplied from the gateway 20, the incoming call difficulty level determination unit 32 stores the caller correspondence difficulty level information stored in the storage device 50 in association with the incoming call number from the storage device 50. This is read and supplied to the call distribution unit 33 as first caller correspondence difficulty information. At this time, the incoming call difficulty level determination unit 32, for example, the time from when an IVR (Interactive Voice Response) response that automatically provides pre-recorded voice to the caller is made until the connection is switched to the telephone operator May be supplied to the call distribution unit 33 in a manner reflected in the correspondence difficulty indicated by the first caller correspondence difficulty information.

  In addition, the incoming call difficulty level determination unit 32 reflects the response difficulty level indicated by the first caller response difficulty level information to the second caller response difficulty level that reflects the waiting time at the time of the incoming call by the telephone operator. Information is supplied to the call risk determination unit 34. The correspondence difficulty level represents a minimum operator skill value required as a telephone response capability for the caller for each incoming call number, and is compared with an operator skill value of operator skill information described later. Used as a threshold. Thus, hereinafter, the correspondence difficulty indicated by the first and second caller correspondence difficulty information will be described as an operator skill value (threshold value). The operator skill value (threshold value) indicates that the higher the value, the higher the difficulty level, and the lower the value, the lower the difficulty level.

  As described later, the incoming call difficulty level determination unit 32 updates the caller correspondence difficulty level information and the operator skill information stored in the storage device 50, as will be described later.

  The call distribution unit 33 selects an operator terminal 60 that can respond from among the operator terminals 60 (1) to 60 (i) targeted for the non-calling operator terminal 60. For example, the call distribution unit 33 first reads the operator skill value associated with each identifier for identifying the operator terminal from the storage device 50. Here, the operator skill value is a skill value of an operator who uses the operator terminal corresponding to the identifier, and is a value indicating a telephone response capability for the caller in the operator. Therefore, in order to distinguish from the operator skill value (threshold value) of the first and second caller correspondence difficulty information, the operator skill value indicated by the operator skill information will be described as an operator skill value (operator) hereinafter. To do. Note that the operator skill value (operator) indicates that the higher the value, the higher the telephone response capability for the caller, and the lower the value, the lower the call response capability for the caller.

  Next, the call distribution unit 33 sets the operator skill value (threshold value) indicated by the caller correspondence difficulty level information supplied from the caller correspondence difficulty level information 32 and the operator skill value (operator) corresponding to each identifier. ) To select an identifier having a high telephone response capability, that is, an identifier associated with an operator skill value (threshold value) that is larger than the operator skill value (threshold value). Is elected. Next, the call distribution unit 33 selects the operator terminal 60 indicated by the selected identifier as a compatible operator terminal 60.

  The call distribution unit 33 then controls the information communication unit 31 to establish communication between the operator terminal 60 selected as described above and the caller customer terminal TM. By establishing the communication, communication between the caller customer terminal TM and the selected operator terminal 60 becomes possible via the IP network IPN.

  Here, the call distribution unit 33 supplies the incoming call to the operator terminal 60 selected as described above, reads out the operator skill information corresponding to the identifier of the operator terminal 60 from the storage device 50, and reads this from the call risk determination unit. 34.

  The call risk determination unit 34 determines whether the caller correspondence difficulty level information supplied from the incoming call difficulty level determination unit 32 and the operator skill information supplied from the call distribution unit 33 are higher or lower. That is, the call risk determination unit 34 compares the operator skill value (threshold value) indicated by the caller correspondence difficulty level information with the operator skill value (operator) indicated by the operator skill information. When the operator skill value (threshold value) is larger than the operator skill value (operator), the call risk determination unit 34 sends the IP network IPN to the supervisor terminals 70 (1) to 70 (j). A call monitoring request signal for requesting call monitoring is transmitted via.

  When a call monitoring command signal is supplied from one of the supervisor terminals 70 (1) to 70 (j) via the IP network IPN, the call monitoring unit 35 calls the caller (hereinafter also referred to as the caller) and the telephone. The IP packet sequence corresponding to the call voice between the operators is transferred to the one supervisor terminal 70 described above.

  For example, as shown in FIG. 3, the storage device 50 associates each incoming call received up to the present time with each incoming call number, and the correspondence difficulty required as the telephone response capability for the caller of each incoming call, That is, the caller correspondence difficulty level information indicating the minimum operator skill value (threshold value) is stored. Further, in the storage device 50, for example, as shown in FIG. 3, the telephone response capability for the caller at each of the operators in association with each of the identifiers identifying the operator terminals 60 (1) to 60 (i), That is, operator skill information representing each operator skill value (operator) of the operators using the operator terminals 60 (1) to 60 (i) is stored.

  The storage device 50 may store various data (including caller correspondence difficulty information and operator skill information) shared by a plurality of contact centers such as a multi-tenant system.

  Each of the operator terminals 60 (1) to 60 (i) has a voice acquisition and playback function, for example, from a dedicated telephone device such as an IP phone or a mobile phone, or application software that operates on a personal computer, a smartphone, or the like. Become. Further, each of the operator terminals 60 (1) to 60 (i) may be a multifunction machine such as a telephone and a personal computer.

  FIG. 4 is a block diagram showing an internal configuration of each of the operator terminals 60 (1) to 60 (i). As shown in FIG. 4, each of the operator terminals 60 (1) to 60 (i) includes an information communication unit 91 and an audio reproduction unit 92. The information communication unit 91 performs communication with the call control device 30 and voice communication with the gateway 20 via the IP network IPN. The voice reproduction unit 92 reproduces a voice signal from an IP packet sequence corresponding to the call voice received via the IP network IPN, and causes the call voice based on the voice signal to be acoustically output from a speaker (not shown). Note that the voice reproduction unit 92 may display character information representing characters of a call voice based on the reproduced voice signal on a display device (not shown).

  FIG. 5 is a block diagram showing an internal configuration of each of the supervisor terminals 70 (1) to 70 (i). Each of the supervisor terminals 70 (1) to 70 (i) has an information communication unit 101 and an audio reproduction unit 102. The information communication unit 101 communicates with the call control device 30 and receives a call voice as a call monitoring target via the IP network IPN. The voice reproduction unit 102 reproduces a voice signal from an IP packet sequence corresponding to the call voice received via the IP network IPN, and causes the call voice based on the voice signal to be acoustically output from a speaker (not shown). Note that the voice reproduction unit 102 may display character information representing the call voice based on the reproduced voice signal in characters on the display device.

  Next, an incoming call operation performed in response to an incoming call from the subscriber line network 200 in the contact center system 100 will be described with reference to an incoming call processing sequence shown in FIG.

  When receiving an incoming call from the subscriber line network 200, the gateway 20 supplies the incoming call number information CN indicating the incoming call number to the incoming call difficulty level determination unit 32 of the call control device 30 (step S11). Upon receipt of the incoming call number information CN, the incoming call difficulty level determination unit 32 stores a difficulty level information request signal DRQ for reading out the caller correspondence difficulty level information corresponding to the incoming call number indicated by the incoming call number information CN. (Step S12).

  The storage device 50 reads the caller correspondence difficulty level information corresponding to the incoming number requested to be read by the difficulty level information request signal DRQ, and the read caller correspondence difficulty level information is used as the first correspondence difficulty level information DS. It transmits to the incoming call difficulty level determination unit 32 (step S13). When receiving the first correspondence difficulty level information DS, the incoming call difficulty level determination unit 32 transfers the first correspondence difficulty level information DS to the call distribution unit 33 (step S14). The incoming call difficulty level determination unit 32 acquires a response result (for example, a waiting time from the IVR response time to the start time of the utterance of the caller) from the IVR server (not shown), etc. The information reflected in the telephone correspondence skill value (correspondence difficulty level) indicated by the one correspondence difficulty level information DS may be transferred to the call distribution unit 33.

  Upon receiving the first correspondence difficulty level information DS, the call distribution unit 33 selects an operator terminal 60 that can respond from the operator terminals 60 (1) to 60 (i), and the operator terminal 60 The IP packet sequence VS corresponding to the incoming call from the line network 200 is transmitted (step S15). The call distribution unit 33 measures the waiting time from the time when an incoming call arrives until the time when a response from the operator terminal 60 that receives the IP packet sequence VS corresponding to the incoming call is started. Here, when the operator terminal 60 that receives the incoming call responds (step S16), the call distribution unit 33 supplies the waiting time information WT indicating the waiting time measured as described above to the incoming call difficulty level determination unit 32. (Step S17). Thereafter, the call distribution unit 33 reads the operator skill information corresponding to the identifier of the responding operator terminal from the storage device 50, and supplies this to the call risk determination unit 34 as the operator skill information OS (step S18).

  The incoming call difficulty level determination unit 32 reflects the waiting time indicated by the waiting time information WT on the operator skill value (threshold value) indicated by the first correspondence difficulty level information DS read from the storage device 50. The second correspondence difficulty level information DR indicating the operator skill value (threshold value) is supplied to the call risk determination unit 34 (step S19). For example, when the waiting time indicated by the waiting time information WT is longer than 20 seconds, the incoming call difficulty level determination unit 32 determines the operator skill value (threshold value) indicated by the first corresponding difficulty level information DS. Is supplied to the call risk determination unit 34 as the second correspondence difficulty level information DR. On the other hand, when the waiting time indicated by the waiting time information WT is 20 seconds or less, the incoming call difficulty level determination unit 32 sets the operator skill value (threshold value) indicated by the first corresponding difficulty level information DS. The second corresponding difficulty level information DR is supplied to the call risk determination unit 34. In short, when the waiting time (WT) is longer than a predetermined time (for example, 20 seconds), the incoming call difficulty level determination unit 32 determines the first operator skill value (threshold value) indicated by the first corresponding difficulty level information DS. Value) is increased by a predetermined ratio (for example, 20%) as a second operator skill value (threshold value), and second correspondence difficulty level information indicating the second operator skill value (threshold value) The DR is supplied to the call risk determination unit 34. On the other hand, when the waiting time (WT) is equal to or shorter than a predetermined time (for example, 20 seconds), the incoming call difficulty level determination unit 32 uses the first corresponding difficulty level information DS as the second corresponding difficulty level information DR as it is. This is supplied to the determination unit 34.

  The call risk determination unit 34 compares the operator skill value (threshold value) indicated by the second correspondence difficulty level information DR with the operator skill value (operator) indicated by the operator skill information OS, so that the operator When the operator skill value (threshold value) is larger than the skill value (operator), a call monitoring request signal CRQ requesting call monitoring is transmitted to the supervisor terminals 70 (1) to 70 (j) (step) S20). In response to the call monitoring request signal CRQ, at least one of the supervisor terminals 70 (1) to 70 (j) transmits a call monitoring command signal to the call control device 30 via the IP network IPN. . In response to the call monitoring command signal, the call monitoring unit 35 of the call control device 30 converts the IP packet sequence corresponding to the call voice between the caller and the telephone operator who is requested to monitor the call into one supervisor terminal described above. Forward to 70. As a result, the supervisor terminal 70 monitors the call contents by outputting the call voice between the caller and the call operator who is requested to monitor the call, using a speaker, or displaying the call voice as a character string. Do.

  In the above embodiment, the call risk determination unit 34 reflects the waiting time (WT) in the first operator skill value (threshold value) (DS) read from the storage device 50. The skill value (threshold value) (DR) and the operator skill value (operator) (OS) are compared in magnitude, but the first operator skill value (threshold value) (DS) and the operator skill value (operator) are compared. (OS) may be compared in size.

  In short, as the call control device 30 for telephone-connecting one operator terminal of the plurality of operator terminals (60) and the customer terminal (TM) of the incoming call in accordance with the incoming call, the following storage unit, Any device having a call distribution unit, a difficulty determination unit, and a risk determination unit may be used. That is, the storage unit (50) associates each incoming call received up to the present time with each incoming call number, and sets the minimum operator skill value (threshold value) indicating the degree of difficulty in dealing with the incoming call originator. Value) is stored, and in the storage unit (50), an operator skill value (operator) representing a telephone response capability corresponding to each of the operators at the operator terminal in association with each of the plurality of operator terminals. Is remembered. The call distribution unit (33) supplies the incoming call to the one operator terminal described above, and reads it from the storage unit as an operator skill value (operator) corresponding to the operator terminal. The difficulty level determination unit (32) reads out the operator skill value (threshold value) corresponding to the incoming call incoming number from the storage unit. Then, the risk determination unit (34) monitors the call contents between the one operator terminal and the caller customer terminal when the operator skill value (operator) is lower than the operator skill value (threshold value). The requested call monitoring request signal (CRQ) is output.

  As described above, the call control device 30 as the communication control device is such that the operator skill value (operator) indicating the telephone response capability for the caller of the operator terminal is the minimum operator required as the call capability for the caller of the incoming call. When it is smaller than the skill value (threshold value), it is requested to monitor the contents of the call between the operator terminal and the calling customer terminal. As a result, it is possible to reduce the burden on the supervisor as compared with the case where the call contents are constantly monitored from a plurality of operator terminals.

  Here, when the call between the caller from the outside line and the telephone operator is completed, the contact center system 100 updates the caller correspondence difficulty level information and the operator skill information stored in the storage device 50.

  FIG. 7 is a diagram showing an update processing sequence of the caller correspondence difficulty level information and the operator skill information.

  When the call with the caller ends, the telephone operator inputs the response result to the operator terminal 60 used by the telephone operator. For example, when the telephone operator can answer the inquiry from the caller, the telephone operator indicates “completion”, and when the telephone operator fails to answer, the telephone operator displays the correspondence result indicating “incomplete”. Input to the operator terminal 60.

  The operator terminal 60 has an input operation unit (not shown) that accepts the input of the corresponding result, and the corresponding result information JR indicating the corresponding result input by the input operating unit, that is, “completed” or “incomplete”. Is transmitted to the call control device 30 (step S21). Upon receiving the response result information JR, the incoming call difficulty level determination unit 32 of the call control device 30 calculates an operator skill value (operator) for updating based on the response result information JR and the second response difficulty level information DR. .

  For example, when the correspondence result information JR indicates “completed”, the incoming call difficulty level determination unit 32 calculates an operator skill value (operator) using the following formula.

Operator skill value (operator) = old operator skill value (operator)
+ (Operator skill value (threshold) / old operator skill value (operator))
The old operator skill value (operator) is an operator skill value (operator) before update stored in the storage device 50.

  On the other hand, when the correspondence result information JR indicates “incomplete”, the incoming call difficulty level determination unit 32 calculates a new operator skill value by the following formula.

Operator skill value (operator) = old operator skill value (operator)
-(Old operator skill value (operator) / operator skill value (threshold))
That is, when the correspondence result information JR indicates “completed”, the incoming call difficulty level determination unit 32 stores the second operator skill value (threshold value) (DR) in the operator skill value stored in the storage device 50. The division result obtained by dividing by (operator) is added to this operator skill value (operator) to obtain an operator skill value (operator) for update. On the other hand, when the correspondence result information JR indicates “incomplete”, the incoming call difficulty level determination unit 32 sets the operator skill value (operator) stored in the storage device 50 as the second operator skill value (threshold value). The operator skill value (operator) for update is obtained by subtracting the division result divided by (value) (DR) from the operator skill value (operator). In calculating the operator skill value (operator) for update, for example, the call operator's response time per call, the number of calls held, the hold time, the post-processing time, etc. are used as evaluation indices. You may make it reflect in.

  The incoming call difficulty level determination unit 32 transmits to the storage device 50 operator skill information ONS that represents the operator skill value for update calculated in this manner in association with the identifier indicating the operator terminal 60 corresponding to the telephone. Thus, the operator skill information stored in the storage device 50 is updated (step S22).

  Here, when the call with the outside line is disconnected, the gateway 20 supplies a call end signal END indicating the end of the call to the call control device 30 (step S23). Upon receiving the call end signal END, the incoming call difficulty level determination unit 32 of the call control device 30 is based on the above-described operator skill value for updating (operator), response result information JR, and second response difficulty level information DR. An operator skill value (threshold value) for updating is calculated.

  For example, when the correspondence result information JR indicates “completed”, the incoming call difficulty level determination unit 32 calculates an operator skill value (threshold value) for updating using the following formula.

Operator skill value (threshold) = old operator skill value (threshold)
-(Old operator skill value (threshold) / operator skill value (operator))
The old operator skill value (threshold value) is an operator skill value (threshold value) represented by the second correspondence difficulty level information DR.

  On the other hand, when the correspondence result information JR indicates “incomplete”, the incoming call difficulty level determination unit 32 calculates an operator skill value (threshold value) for update using the following formula.

Operator skill value (threshold) = old operator skill value (threshold)
+ (Operator skill value (operator) / old operator skill value (threshold))
That is, when the correspondence result information JR indicates “completed”, the incoming call difficulty level determination unit 32 divides the second operator skill value (threshold value) (DR) by the operator skill value (operator) described above. A new operator skill value (threshold value) for updating is obtained by subtracting the division result from the second operator skill value (threshold value). On the other hand, when the correspondence result information JR indicates “incomplete”, the incoming call difficulty level determination unit 32 divides the above operator skill value (operator) by the second operator skill value (threshold value) (DR). A new operator skill value (threshold value) for updating is obtained by adding the division result to the second operator skill value (threshold value). In calculating the operator skill value (threshold value) for updating, as an evaluation index, for example, the response time per call by the telephone operator, the number of transfers of the call, the number of hold times, the hold time, etc. It may be reflected in the corresponding skill value.

  Then, the incoming call difficulty level determination unit 32 sets the updated operator skill value (threshold value) in this way and associates an identifier indicating the operator terminal 60 corresponding to the telephone with the caller corresponding difficulty level information DNS. Is transmitted to the storage device 50, the caller correspondence difficulty level information stored in the storage device 50 is updated (step S24).

  In short, the telephone-compatible operator terminal 60 indicates whether the answer to the inquiry from the caller is completed or incomplete after the telephone connection with the caller's customer terminal (TM) corresponding to the incoming call is completed. The input of the correspondence result is received, and the correspondence result (JR) is supplied to the difficulty level determination unit (32).

  At this time, when the response result indicates completion, the difficulty level determination unit reads the operator skill value (threshold value) (DR) supplied to the risk determination unit (34) from the storage unit (50). The first skill value (operator) is calculated by adding the division result divided by the skill value (operator) (OS) to the operator skill value (operator). The contents (operator skill value (operator)) stored in the storage unit are updated. On the other hand, when the response result (JR) indicates incomplete, the division result obtained by dividing the operator skill value (operator) by the operator skill value (threshold value) (DR) is subtracted from the operator skill value (operator). Thus, the second skill value (operator) is calculated, and the contents (operator skill value (operator)) stored in the storage unit are updated with the second skill value (operator).

  In addition, when the response result indicates completion, the difficulty level determination unit displays the division result obtained by dividing the operator skill value (threshold value) (DR) supplied to the risk determination unit by the operator skill value (operator). The first skill value (threshold value) is calculated by subtracting from the skill value (threshold value), and the contents (operator skill value) stored in the storage unit with this first skill value (threshold value) (Threshold)) is updated. On the other hand, when the corresponding result indicates incomplete, the result of dividing the operator skill value (operator) by the operator skill value (threshold value) (DR) is added to the operator skill value (threshold value). The second skill value (threshold value) is calculated, and the contents (operator skill value (threshold value)) stored in the storage unit are updated with the second skill value (threshold value).

  Therefore, in the embodiment for carrying out the present invention, when a telephone connection is made between one operator terminal of a plurality of operator terminals and a customer terminal that is an originator of an incoming call according to the incoming call, The minimum operator skill value (threshold value) for the operator is compared with an operator skill value (operator) indicating a telephone correspondence skill at the operator terminal. At this time, only when the operator skill value (operator) is lower than the operator skill value (threshold value), monitoring of the call content between the operator terminal and the caller customer terminal is requested. As a result, it is possible to reduce the burden on the supervisor as compared with the case where the call contents are constantly monitored from a plurality of operator terminals.

  The operations of the call control device 30 and the storage device 50 shown in FIGS. 6 and 7 may be performed by program control by a computer.

20 Gateway 30 Call control device 32 Incoming call difficulty level determination unit 34 Call risk determination unit 50 Storage devices 60 (1) to 60 (i) Operator terminals 70 (1) to 70 (j) Supervisor terminals TM (1) to TM (u Customer terminal

Claims (14)

A communication processing device for telephone-connecting one operator terminal of a plurality of operator terminals and a customer terminal that is a source of the incoming call in response to an incoming call,
A first acquisition processing unit for acquiring from the storage unit operator skill information indicating an operator's telephone response capability in the one operator terminal in response to the incoming call;
A second acquisition processing unit for acquiring correspondence difficulty information for a source of the incoming call in response to the incoming call from the storage unit;
When the operator skill information is compared with the correspondence difficulty level information and the operator skill information does not satisfy the conditions of the correspondence difficulty level information, the call between the operator terminal of 1 and the customer terminal of the transmission source And a monitoring request processing unit that outputs a request signal for requesting content monitoring. The operator skill information is an operator skill value,
It is a threshold for comparing the correspondence difficulty information, the operator skill information,
The monitoring request processing unit
A request for comparing the operator skill value with a threshold value, and when the operator skill value is also smaller than the threshold value, requesting monitoring of the call contents between the one operator terminal and the customer terminal of the transmission source The communication processing apparatus according to claim 1, further comprising a first request processing unit that outputs a signal. The storage unit
A threshold value for the caller source information of the incoming call is stored in association with the incoming call identification information of each incoming call received so far,
The operator skill value of each operator in the plurality of operator terminals is stored in association with each of the plurality of operator terminals,
The communication processing device further includes:
The communication processing device according to claim 2, further comprising: a call distribution unit that supplies the incoming call to the first operator terminal and includes the first acquisition processing unit. The call distribution unit includes:
Measuring means for measuring a waiting time from the time when the incoming call arrives until the time when the one operator terminal starts responding;
The communication processing device further includes:
When the waiting time is longer than a predetermined time, the second acquisition processing unit is provided, the threshold value increased by a predetermined rate is supplied to the monitoring request processing unit as the threshold value, and the waiting The communication processing apparatus according to claim 3, further comprising: the difficulty level determination unit that supplies the threshold value to the monitoring request processing unit when time is equal to or less than the predetermined time. The difficulty level determination unit
The operator terminal that has received an input of a response result indicating whether an answer to the inquiry from the caller is completed or incomplete after the telephone connection with the caller customer terminal corresponding to the incoming call is completed From the correspondence result reception processing unit that receives the correspondence result,
When the correspondence result indicates the completion, a first skill value is calculated by adding a division result obtained by dividing the threshold supplied to the monitoring request processing unit by the operator skill value to the operator skill value A first update processing unit that updates the operator skill value stored in the storage unit with the first skill value;
When the correspondence result indicates the incomplete, the second skill value is obtained by subtracting the division result obtained by dividing the operator skill value by the threshold value supplied to the risk determination unit from the operator skill value. The communication processing apparatus according to claim 4, further comprising: a second update processing unit that calculates and updates an operator skill value stored in the storage unit with the second skill value. The difficulty level determination unit
When the correspondence result indicates the completion, the first skill value is obtained by subtracting the division result obtained by dividing the threshold value supplied to the risk determination unit by the operator skill value from the threshold value. Calculate and update the threshold stored in the storage unit with the first skill value;
When the correspondence result indicates the incomplete, the division result obtained by dividing the operator skill value by the threshold value supplied to the monitoring request processing unit is added to the threshold value to obtain a second threshold value. The communication processing apparatus according to claim 5, further comprising a second update processing unit that calculates and updates a threshold value stored in the storage unit with the second threshold value. A communication processing method of a communication processing apparatus for telephone-connecting one operator terminal of a plurality of operator terminals and a customer terminal that is a source of the incoming call according to an incoming call,
The communication processing device includes:
A first acquisition processing step of acquiring from the storage unit operator skill information indicating a telephone response capability of the operator in the one operator terminal in response to the incoming call;
A second acquisition processing step of acquiring correspondence difficulty level information for source information of the incoming call in response to the incoming call;
When the operator skill information is compared with the correspondence difficulty level information and the operator skill information does not satisfy the conditions of the correspondence difficulty level information, the call between the operator terminal of 1 and the customer terminal of the transmission source And a monitoring request processing step for outputting a request signal for requesting content monitoring. The operator skill information is an operator skill value,
It is a threshold for comparing the correspondence difficulty information, the operator skill information,
The monitoring request processing step includes:
A request for comparing the operator skill value with a threshold value, and when the operator skill value is also smaller than the threshold value, requesting monitoring of the call contents between the one operator terminal and the customer terminal of the transmission source 8. The communication processing method according to claim 7, further comprising a first request processing step for outputting a signal. The storage unit of the communication processing device is
Threshold values for the incoming call originator information are stored in association with the incoming call identification information of each incoming call received up to the present time, and the plurality of operator terminals are associated with each of the plurality of operator terminals. The operator skill value of each operator in the operator terminal is stored,
The call monitoring device further includes:
9. The communication processing method according to claim 8, further comprising: supplying the incoming call to the first operator terminal, and a call distribution step including the first acquisition processing step. The call distribution step includes:
A measuring step of measuring a waiting time from the time when the incoming call arrives until the time when the one operator terminal starts answering,
The communication processing device further includes:
Including the second acquisition processing step, and when the waiting time is longer than a predetermined time, the threshold value increased by a predetermined rate is supplied to the monitoring request processing unit as the threshold value,
The communication processing method according to claim 9, further comprising the difficulty level determination step of supplying the threshold value to the monitoring request processing unit when the waiting time is shorter than the predetermined time. A computer that telephone-connects one operator terminal of a plurality of operator terminals and a customer terminal that is a source of the incoming call in response to an incoming call;
A first acquisition processing unit for acquiring, from a storage unit, operator skill information indicating an operator's telephone response capability in the one operator terminal in response to the incoming call;
A second acquisition processing unit that acquires correspondence difficulty information for a source of the incoming call in response to the incoming call from the storage unit;
When the operator skill information is compared with the correspondence difficulty level information and the operator skill information does not satisfy the conditions of the correspondence difficulty level information, the call between the operator terminal of 1 and the customer terminal of the transmission source A program that functions as a monitoring request processing unit that outputs a request signal for requesting content monitoring. The operator skill information is an operator skill value,
The correspondence difficulty level information is a threshold value for comparing the operator skill information,
Said computer further
When the operator skill value is smaller than the threshold value by comparing the operator skill value and the threshold value that the monitoring request processing unit has, between the operator terminal of 1 and the customer terminal of the transmission source 12. The program according to claim 11, wherein the program functions as a first request processing unit that outputs a request signal for requesting monitoring of a call content. The computer
Threshold values for the incoming call originator information are stored in association with the incoming call identification information of each incoming call received up to the present time, and the plurality of operator terminals are associated with each of the plurality of operator terminals. A storage unit in which operator skill values of each operator in the operator terminal are stored,
Said computer further
13. The program according to claim 12, wherein the incoming call is supplied to the one operator terminal and functions as a call distribution unit having the first acquisition processing unit. The call distribution unit includes:
Measuring means for measuring a waiting time from the time when the incoming call arrives until the time when the one operator terminal starts responding;
Said computer further
When the waiting time is longer than a predetermined time, the second acquisition processing unit is provided, the threshold value increased by a predetermined rate is supplied to the monitoring request processing unit as the threshold value, and the waiting The program according to claim 13, wherein when the time is shorter than the predetermined time, the program is caused to function as the difficulty level determination unit that supplies the threshold value to the monitoring request processing unit.

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